Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 11, 2024 Then, July, 19, 2024 I was wrongly accused of stealing, nearly beaten, then told to leave the store. I called customer service on 7/27/2024, to ask why I was banned, they claimed I caused a scene, I allege this not true. The manager who made the decision to ban me is rude, and has zero communication skills. When I asked to see the evidence, they claimed to have video of it, but were not willing to show me.They, cannot use clips out of context to make me seem unreasonable.Two men that verbally abused me, and one, I felt like, he wanted to beat me up physically, both caused me to cry, and so I left the store in tears. What I think is that the store is doing some illegal business transactions, or they have something to hide, because the video I took of their inappropriateness, was altered by hackers on my cell phone, now that was strange. Now, my complaint must include cybercrime, since the cyber criminals, hackers shortened the video for the benefit the store.The store has written statements on their website that it is a democratic work setting, a resource of information for the community they serve, a provider of healthy foods for everyone who shops at there store, and that they are creating a diverse, non-discriminatory multilingual environment, that is creating an inclusive environment that is welcoming to everyone, well not in my case. They are excluding me arbitrarily, for no reason, and without evidence that I could have reviewed. In sum, the store took a severe action against me, for no reason, hackers tampered a video I took of their bad behavior, making the store suspect of cyber criminal activity, or connected to organzed crime, and they fail to honor their ****** statements, for these reasons, I would like to file a complaint, and want the following in return:-a refund -an apology -removal of ban -cooperation from the coop to a criminal cyber crime investigation -procedure to prevent this from happening to other customers

  Business Response

  Date: 08/12/2024

  Unfortunately, we've had to ask this customer not to return to ********************** due to interactions that they've had with a number of workers. The allegations that we've hacked into their phone or engaged in cybercrime or organized crime are unfounded and false. We reserve the right to refuse service and in this case, for the well being of our workers and customers, have had to do so and are unable to allow them to continue to shop at our store.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today (February 6, 2024) I received a phone call concerning a complaint I filed about a female security guard approaching me in the store rudely, racially motivated/profiling and in an accusatory manner. I was badgered about using the green (in store) produce bags to place my shopping items. A person name ****** (as he remarked the country because he needed to state the country being that people like myself (Negro people) dont spell his name correctly) contacted me and began also badgering me about using the green bag. He stated that many thieves use bags to steal and that it is the policy to not use the green produce bags. There are not ANY signs portraying this request from Rainbow Grocery. This seems to be a way to conceal racially profiling behavior against ***** shoppers. We are in the times of ***** as I informed ****** (like the country) and I have a right to keep my food safe. I informed him that I was not a thief. That in fact I have been shopping at this store for many years. I also informed him that the carts are dirty so I want to keep my grocerys safe and by law I do not have to use a cart. I informed him that Rainbow Grocery needs to take pride in keeping their carts clean if they are demanding use of the cart He then told me that I could clean the carts myself with sanitizer. I informed him that I do not work at Rainbow and if they are asking for the use of dirty carts/baskets then they need to provide basket liners. I also told him that I witnessed a Caucasian person close to where I was standing when the guard approached me placing their groceries in a green produce bag but the guard felt the need to approach the *****. He then told me that he does see Caucasian people using the green produce bags but there has never been a problem with them but their policy (which is not posted anywhere) is to not use green produce bags. I told ****** (like the Country) that I could understand not using your outside bags but the green bags are produce bags in the store and I was also told by an employee that people use them all the time because of the ***** virus and its okay. This entire store is racist towards Negros. My mother (a senior citizen) was even approached outside about an item a person thought stole because she took the item out the bag while exiting the store. She was asked to show her receipt and when the lady saw that the item was paid for, she walked away without an apology. I was not only racially profiled but attacked by the person the was suppose to resolve the situation (****** like the country). He also made a comment stating that as a Black person, this is just the way I see the world. That All Blacks are considered thieves. Now this issue is not resolved (only escalated by the phone call). Clear rules and regulations about using green produce bags needs to be provided by Rainbow Grocery. Also the elimination of racially profiling Negros. I am also seeking an apology for my mothers experience and for my own experience with Rainbow Grocery.

  Business Response

  Date: 03/04/2024

  We've reached out to this customer on several occasions and have attempted to resolve the situation by explaining why they were approached by our third-party security guard regarding them placing packaged items in bags ordinarily used by customers for fresh produce or bulk items. While it is correct that there is no policy, nor signage regarding the use of these bags, this behavior **** the attention of our security guard. We regret deeply that this interaction was experienced as rude and are troubled by the assertation that this was racially motivated. We sincerely apologize to the customer for this incident as well as the incident that she refers to in her complaint regarding her mother. Rainbow Grocery firmly adheres to a culture of respect and appreciation for our customers and as a space where discrimination or harassment based on race or any other identity are not tolerated. We can commit to continuing to try and do more to honor that commitment and to apologize for having failed to live up to that expectation. Additionally, we would like to offer our gratitude for bringing this incident to our attention, from it we can learn how we are falling short and how we need to do better.

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was unfairly accused of theft. I was treated abusively and disrespectfully It was extemely insulting. I am beyond livid and this better be fixed. I have shopped numerous times here WITHOUT incident UNTIL TODAY !!!! The workers have always been very pleasant. I am so angry right now that I am spitting fire! I had my mini backpack on my right arm and a bag from ********* on my left arm. I was simply walking the isles looking at everything. I tend to look at the signage and the items, but do not really pick anything up. I noticed this guy in a green shirt staring at me and at first I did not think much of it, BUT AS I continued to walk around --he was there staring at me!! I go to leave the store. I stopped tbriefly check a magazine out since I could not do so earlier due to a line. I head to the front entrance and he is right there at the door staring me down!! I got furious. I told him I stole nothing!! I even offered to open my bag to show him. He declined and proceeded to tell me that is not necessary. I told him I did not appreciate him following me around the entire time. He tried to tell me that I needed to look at my actions that warranted him to do what he did. I told him I was owed an apology. He declined with a major attitude. I asked for the manager and he boasted he was the manager. He informed me if I did not like it, then fill out a comment card. I go to do so. My hands were shaking and tears pouring down my face as I begin to fill out the card. He approached me going off on me on why he had the right to do what he did. If I was acting so suspiciously then why didn't he follow protocol and customer service me ? Why didn't he offer me a basket to hold my selections? He thinks he did no wrong and made me feel I was the villan!!! I reached out directly to Rainbow Grocery with no result. I want him fired, the business fined, an apology, etc.

  Business Response

  Date: 05/15/2023

  Hello, my name is ************************* and I am a member of Rainbow Grocery's ******************* I am writing to you today to let you know that I reached out to the customer in question on May 8th. This item originally showed ** in our agenda on May 2nd. We had one our members contact the customer, but unfortunately this member had to take a few days off and as a result, the customer was not contacted right away. We meet every Monday as a committee, so we met again on May ********** was tasked with contacting the customer to ask her more details about her experience and how could we make it better for the customer, but unfortunately we hadn't heard back from the customer. I attached the original email for your view. I will try to contact the customer once more. This will be our second attempt at resolution with this customer.